Alex Dispatch Privacy Policy

Alex Dispatch is an AI-powered front office and dispatch platform for local service businesses, including plumbers, electricians, HVAC companies, locksmiths, and other trade businesses.

Alex may help businesses answer customer calls, capture service requests, follow up with leads, schedule appointments, dispatch technicians, send customer communications, create invoices, send text-to-pay links, and track payment status.

Because our services may involve customer calls, SMS messages, lead data, appointment information, technician details, invoices, and integrations with third-party tools, we take privacy seriously and describe our practices in this policy.

We may collect information directly from you, automatically through your use of our website or services, from your business systems, from customers or leads, and from third-party service providers or integrations.

2.1 Business and Account Information

• Name
• Business name
• Trade or industry
• Job title or role
• Email address
• Phone number
• Business address
• Service area
• Website URL
• Account login credentials
• Billing contact information
• Subscription or plan information
• Customer support communications
• Demo request details
• Onboarding information

2.2 Customer and Lead Information

When a business uses Alex Dispatch to manage calls, leads, bookings, dispatch, or follow-up, we may process information about that business's customers, prospects, and leads, including:

• Customer name
• Phone number
• Email address
• Service address
• Job location
• Lead source
• Service request details
• Trade category
• Urgency level
• Appointment preferences
• Call notes
• AI-generated summaries
• Conversation history
• SMS message history
• Payment status
• Invoice reference information
• Review or follow-up status

2.3 Call, Voice, and Communication Data

Alex Dispatch may support AI voice agents, call answering, call routing, transcription, summarization, and related communication workflows. Depending on configuration, we may collect:

• Call metadata, such as phone numbers, call time, call duration, and call status
• Audio recordings, if enabled
• Call transcripts, if enabled
• AI-generated call summaries
• Customer intent and issue classification
• Urgency tags
• Appointment details captured during calls
• Communication preferences
• Opt-out or unsubscribe signals

You are responsible for ensuring that your business has any required consent to record, monitor, transcribe, or process calls and communications.

2.4 SMS and Messaging Data

• Sender and recipient phone numbers
• Message content
• Delivery status
• Timestamps
• STOP, unsubscribe, opt-out, and preference signals
• Link click activity, where available
• Payment-link delivery status
• Conversation history

Your business is responsible for making sure messages are sent only where legally permitted and with appropriate consent.

2.5 Appointment, Dispatch, and Technician Data

• Appointment date and time
• Job type
• Job description
• Urgency level
• Customer address
• Technician name
• Technician phone number
• Technician availability
• Assigned technician
• Estimated arrival time
• Job status
• Dispatch notes
• Manual assignment flags
• Completion status
• Internal team notes

2.6 Payment and Invoice Information

Alex Dispatch may integrate with third-party payment providers, including Square, to support invoice creation, text-to-pay links, payment status updates, and related workflows.

• Invoice amount
• Dispatch or service fee
• Invoice status
• Payment status
• Payment link status
• Transaction reference ID
• Customer billing contact information
• Refund, dispute, or chargeback status if available through integrations

Alex Dispatch does not intend to store full payment card numbers or full bank account credentials. Payment processing is handled by third-party payment providers according to their own terms and privacy policies.

2.7 Integration Data

• API keys or access tokens
• Integration settings
• Calendar availability
• CRM contact or job records
• Lead source data
• Webhook event data
• Payment processor event data
• SMS provider event data
• Authentication and connection status

2.8 Website, Device, and Usage Data

• IP address
• Browser type
• Device type
• Operating system
• Referring page
• Pages viewed
• Clicks and interactions
• Approximate location based on IP address
• Session activity
• Log data
• Cookie identifiers
• Error logs
• Performance data
• Security event data

2.9 Cookies and Similar Technologies

We may use cookies, pixels, local storage, analytics tools, and similar technologies to operate the website, understand site usage, improve performance, remember preferences, measure marketing effectiveness, and protect against fraud or abuse.

You may be able to control cookies through your browser settings. Disabling cookies may affect website functionality.

3.1 Directly From You

• Visit AlexDispatch.com
• Request a demo
• Submit a contact form
• Create an account
• Complete onboarding
• Configure your business profile
• Connect integrations
• Contact support
• Send emails, messages, or feedback
• Use the dashboard or services

3.2 From Your Business and Users

If your business uses Alex Dispatch, we may receive information from your employees, contractors, technicians, dispatchers, administrators, or other authorized users.

3.3 From Customers, Leads, and Callers

• Call a number connected to Alex Dispatch
• Interact with an AI voice agent
• Submit a lead form
• Reply to an SMS
• Book or request an appointment
• Click a payment link
• Request follow-up
• Provide service details

3.4 Automatically

We may collect information automatically through cookies, analytics tools, server logs, security tools, and service activity logs.

3.5 From Third-Party Services

• Voice and telephony providers
• SMS providers
• Payment processors
• CRM platforms
• Calendar tools
• Web form tools
• Advertising platforms
• Analytics providers
• Hosting and infrastructure providers
• Webhook-connected systems

We may use information to operate, provide, improve, protect, and support Alex Dispatch, including to:

• Provide the website and services
• Answer and route customer calls
• Power AI voice and dispatch workflows
• Capture service requests
• Create call summaries and transcripts
• Follow up with leads
• Send SMS messages and customer updates
• Schedule appointments
• Assign or recommend technicians
• Manage dispatch records
• Create invoices
• Send text-to-pay links
• Track payment status
• Provide dashboards and reporting
• Attribute leads to booked jobs and revenue
• Support customer service and troubleshooting
• Configure integrations
• Monitor performance and reliability
• Improve AI models, workflows, and product features
• Detect, prevent, and investigate fraud, abuse, security incidents, or unauthorized access
• Comply with legal obligations
• Enforce our Terms & Conditions
• Send administrative, transactional, service, and security communications
• Send marketing communications where permitted
• Measure marketing effectiveness
• Develop new products and services

Alex Dispatch may use artificial intelligence, automation, voice agents, transcription, summarization, classification, routing, recommendations, and other automated tools to support dispatch and customer operations.

AI features may process call content, SMS content, lead details, appointment information, customer requests, job urgency, technician availability, and payment workflow data.

AI-generated outputs may be incomplete, inaccurate, delayed, or misunderstood. Businesses using Alex Dispatch are responsible for reviewing AI outputs and maintaining appropriate human oversight, especially for urgent jobs, emergency calls, safety-related situations, pricing, technician assignment, payment actions, and customer communications.

We may use service data to improve, test, monitor, and maintain our AI features, unless otherwise restricted by contract, law, or configuration.

Alex Dispatch may help businesses send or receive calls, SMS messages, lead follow-up messages, appointment reminders, payment links, review requests, and other communications.

Businesses using Alex Dispatch are responsible for ensuring they have the legal right and required consent to contact customers, leads, technicians, and other individuals. Businesses are responsible for complying with applicable laws related to:

• Call recording
• Call monitoring
• Telemarketing
• SMS and text messaging
• Do-not-call rules
• Opt-out requests
• Consumer protection
• Privacy
• Electronic communications
• Payment-related messaging

Alex Dispatch may help process opt-out signals such as STOP replies or unsubscribe requests where supported. Businesses remain responsible for honoring communication preferences and maintaining proper consent records.

7.1 Service Providers

We may share information with vendors and service providers that help us operate Alex Dispatch, including providers for cloud hosting, data storage, security, voice and telephony, SMS delivery, payment processing, email delivery, analytics, customer support, error monitoring, product operations, CRM and workflow tools, and legal, accounting, and professional services.

7.2 Payment Providers

If your business uses payment-related features, information may be shared with payment processors such as Square to create invoices, generate payment links, process payments, update payment status, manage refunds, or support disputes.

7.3 SMS, Voice, and Communication Providers

Information may be shared with telephony and messaging providers such as Twilio or similar providers to place calls, receive calls, send SMS messages, deliver payment links, process opt-outs, and provide delivery status.

7.4 Connected Integrations

When you connect Alex Dispatch with third-party tools, information may be shared with or received from those tools according to your configuration and the permissions you authorize.

7.5 Business Customers and Authorized Users

If you interact with Alex Dispatch as a customer, lead, technician, or caller of a business that uses Alex Dispatch, information about your interaction may be made available to that business and its authorized users.

7.6 Legal, Safety, and Compliance

• Comply with law, regulation, subpoena, court order, or legal process
• Respond to lawful requests from public authorities
• Protect the rights, safety, property, or security of Alex Dispatch
• Protect users, customers, technicians, or the public
• Detect or prevent fraud, abuse, security incidents, or unlawful activity
• Enforce our Terms & Conditions or other agreements

7.7 Business Transfers

We may share or transfer information in connection with a merger, acquisition, financing, reorganization, sale of assets, bankruptcy, or similar business transaction.

7.8 Aggregated or De-Identified Information

We may use or share aggregated, anonymized, or de-identified information that does not reasonably identify an individual for analytics, benchmarking, product improvement, research, marketing, or other lawful purposes.

Alex Dispatch does not sell personal information for money.

Depending on how advertising, analytics, cookies, or marketing tools are configured, some privacy laws may consider certain data sharing to be a "sale" or "sharing" of personal information, including sharing for cross-context behavioral advertising.

If we use tools that trigger these obligations, we will provide appropriate notices, choices, and opt-out mechanisms as required by applicable law.

Depending on your location and applicable law, you may have rights to:

• Request access to personal information
• Request correction of inaccurate information
• Request deletion of personal information
• Request a copy of certain information
• Object to or restrict certain processing
• Withdraw consent where processing is based on consent
• Opt out of certain marketing communications
• Opt out of certain cookies or tracking technologies
• Opt out of certain sales or sharing of personal information where applicable
• Appeal a privacy rights decision where required by law

To make a privacy request, contact us at privacy@alexdispatch.com.

We may need to verify your identity or authority before fulfilling a request. Some information may be exempt from deletion or access requests where we need it for security, legal compliance, billing, fraud prevention, dispute resolution, service delivery, or other permitted reasons.

If you provide contact information to Alex Dispatch, we may send you marketing communications about our products, services, demos, updates, or related opportunities where permitted by law.

You may opt out of marketing emails by using the unsubscribe link in the email or contacting us. Even if you opt out of marketing communications, we may still send you service-related, transactional, security, billing, or administrative communications.

If you receive SMS messages through Alex Dispatch, you may be able to reply STOP to opt out, where supported. Message and data rates may apply.

For help, you may reply HELP where supported or contact the business that sent the message. Businesses using Alex Dispatch are responsible for honoring SMS opt-outs and ensuring their message programs comply with applicable law.

You can manage cookies through your browser settings. Some browsers also allow you to send "Do Not Track" or similar signals, but there is no uniform industry standard for how websites should respond to those signals.

If Alex Dispatch uses cookie consent tools, analytics opt-outs, or advertising preference tools, the relevant controls will be available on this page.

We use commercially reasonable administrative, technical, and organizational measures designed to protect information from unauthorized access, loss, misuse, alteration, or disclosure.

• Encryption in transit
• Access controls
• Authentication controls
• Logging and monitoring
• Vendor security review
• Secure cloud infrastructure
• Restricted employee and contractor access
• Operational security procedures

No system is completely secure. We cannot guarantee that information will always remain secure. You are responsible for protecting your account credentials, devices, employee access, integrations, customer data, and connected third-party accounts.

We retain information for as long as reasonably necessary to provide the services, operate our business, comply with legal obligations, resolve disputes, enforce agreements, prevent fraud, maintain security, and support legitimate business purposes.

• Account information may be retained while the account is active.
• Call, transcript, SMS, appointment, and dispatch data may be retained for service history, customer support, reporting, quality assurance, compliance, or contractual purposes.
• Payment status and invoice reference data may be retained for billing, tax, audit, accounting, dispute, or compliance purposes.
• Security logs may be retained for fraud prevention and system protection.
• De-identified or aggregated data may be retained for longer periods.

When information is no longer needed, we may delete, anonymize, or de-identify it.

Alex Dispatch may integrate with or link to third-party services, including payment processors, SMS providers, telephony providers, CRM tools, calendar tools, advertising platforms, analytics tools, and other software providers.

This Privacy Policy does not apply to third-party websites, platforms, or services. Their privacy policies and terms govern their own practices. We are not responsible for the privacy, security, or data handling practices of third-party services.

If your business uses Alex Dispatch, you are responsible for:

• Providing accurate business, customer, technician, and dispatch information
• Obtaining required customer and lead consent
• Complying with call recording and SMS laws
• Honoring opt-out and unsubscribe requests
• Managing user access and permissions
• Securing connected accounts and integrations
• Ensuring your use of Alex Dispatch complies with applicable laws
• Providing any privacy notices required for your customers, leads, technicians, and employees

Alex Dispatch provides tools to support your operations, but your business remains responsible for its own customer relationships, field services, communications, pricing, appointments, technicians, and compliance obligations.

Alex Dispatch is intended for business use and is not directed to children.

We do not knowingly collect personal information from children under 13. If we learn that we have collected personal information from a child under 13, we will take reasonable steps to delete that information.

If you believe a child has provided personal information to us, contact us at privacy@alexdispatch.com.

Alex Dispatch is intended primarily for businesses and users located in the United States.

If you access or use Alex Dispatch from outside the United States, you understand that information may be processed in the United States or other countries where we or our service providers operate.

You are responsible for complying with local laws if you use Alex Dispatch outside the United States.

Depending on where you live, including if you are a resident of certain U.S. states, you may have additional privacy rights. These rights may include access, correction, deletion, portability, opt-out, appeal, or other rights under applicable state privacy laws.

To exercise rights, contact privacy@alexdispatch.com.

If Alex Dispatch is subject to California privacy laws, California residents may have additional rights regarding personal information, including rights to know, access, correct, delete, and opt out of certain sales or sharing of personal information.

Categories of personal information we may collect include:

• Identifiers, such as name, email, phone number, business address, IP address, and account identifiers
• Commercial information, such as service subscriptions, invoices, payment status, and transaction references
• Internet or network activity, such as website usage, log data, and dashboard activity
• Geolocation information, such as approximate location based on IP address or service-area information
• Audio or electronic information, such as call recordings, transcripts, SMS messages, and support communications
• Professional or employment-related information, such as business role, technician information, and company details
• Inferences, such as job urgency, lead status, customer intent, or workflow recommendations

We may use these categories for the purposes described in this Privacy Policy.

We may update this Privacy Policy from time to time.

When we update this Privacy Policy, we may revise the Effective Date above. Changes are effective when posted unless we state otherwise.

Your continued use of AlexDispatch.com or the services after an updated Privacy Policy is posted means you acknowledge the updated policy.

If you have questions about this Privacy Policy or want to submit a privacy request, contact us at: